Supervisor workplace

In bpm'online bank customer journey there are all the necessary tools for planning and monitoring the work of your contact center agents: queue setup tools, ready-made analytical reports and indices.

Queue management

Control and manage inbound and outbound communications easily with bpm’online bank customer journey. Create different types of queues: dynamic, which are based on filters or static, which highlight certain contacts requiring attention, as well as blind queues, in which an operator can only see the next contact. Use queue configuration tools to plan case resolution, set queue parameters, define priorities and assign agents.

Teamwork management

Monitor the work of the contact center team and track the qualitative and quantitative performance of each agent and the team as a whole. The indicators and analytical reports show the results in real time. Moreover, any report can be changed to take into account those indicators that are important for your current scope of work.